Senior Customer Support Specialist, Financial Integrity

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist the customer support team in safeguarding the platform and its users.

• Investigate instances of fraudulent behavior.

• Ensure that escalations are managed appropriately.

• Enhance existing protocols.

• Serve both customers and consumers.

• Utilize internal tools and third-party systems to monitor transactions, account activities, and behaviors for potential signs of fraud or abuse.

• Take necessary actions to avert losses.

• Recognize trends and emerging signals of fraud.

• Contribute to the development of detection rules and automation strategies.

• Work collaboratively with the Trust & Safety, Finance, and Engineering teams to address systemic challenges.

• Continuously improve escalation protocols.

• Maintain an in-depth understanding of the Empower platform, covering both driver and rider mobile applications.

• Communicate with customers and consumers through phone and email.

• Assist in the recruitment, onboarding, and training of new team members.

⛳️ Requirements

• Bachelor’s degree.

• Over 3 years of experience in addressing financial fraud and integrity issues.

• Strong analytical abilities and familiarity with tools and techniques for fraud detection.

• Detail-oriented, energetic, and driven problem-solver with a strong work ethic and a passion for being part of a team that challenges the status quo.

• Experience with CRM tools such as Zendesk or similar platforms.

• Professional background in finance, accounting roles, or experience within a financial institution (preferred).

• Experience managing sensitive records (preferred).

• Must be available to work on a Thursday–Monday schedule.

• Must be accessible to address issues promptly during evenings and holidays.

• Must reside in the United States.

🏝️ Benefits

• Equity.

• Performance-based bonus.

• Competitive benefits.

• Opportunity to join a fantastic team dedicated to enhancing the lives of gig workers.